Senior Guest Relations Manager
On-siteMelbourne, Victoria, Australia
Job Summary
Lead guest relations and concierge operations by maintaining a highly visible presence in the Sky Lobby and public spaces to create personalized, memorable experiences for VIPs and elite members. Build authentic relationships with high-profile travelers, transform guest concerns into loyalty opportunities, and partner with operational leaders to ensure seamless luxury service across all touchpoints. Mentor and inspire the Guest Relations and Concierge teams to deliver anticipatory service that exceeds expectations while championing The Ritz-Carlton Gold Standards. Leverage guest insights and service trends to enhance the overall guest journey, fostering a culture of genuine care and excellence.
Required Qualifications
- Leadership experience within luxury hotels, guest relations, concierge, front office or other guest-facing operations
- Strong understanding of luxury guest experience management and service recovery
- Proven ability to inspire teams and influence service culture
- Experience engaging with VIPs, high-profile guests and premium clientele
- Knowledge of Marriott systems, Marriott Bonvoy and luxury hospitality operations
Desired Qualifications
- Knowledge of Marriott systems, Marriott Bonvoy and luxury hospitality operations will be highly regarded
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